What is a Help Desk?
Definition
Customer support software managing service requests through ticket systems, knowledge bases, automated routing, SLA tracking, and multi-channel support (email, chat, phone). Help desk platforms enable team collaboration, performance analytics, and customer self-service."
Why This Matters
Help desk software prevents support requests from being overlooked, tracks SLAs, enables team collaboration, and provides performance metrics. Structured ticketing improves support consistency and accountability.
Related Terms
Showing semantically related terms from our RFP knowledge graph. Priority connections are highlighted.
Essential Connections
Customer Support
Software Features & Capabilities
Software enabling service teams to assist customers through ticketing, knowledge bases, live chat, chatbots, and self-service portals.
Ticketing System
Software Features & Capabilities
Software tracking customer issues from submission through resolution with unique identifiers, priority assignment, workflow automation, agent assignment, and status updates.
Service Desk
Implementation & Deployment
Central help desk for customer support tickets, issue tracking, and service request management.
Technical Support
Implementation & Deployment
Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email.
Service Level Agreement
Pricing & Total Cost
Contractual commitments defining expected service quality including uptime guarantees, response times, resolution timeframes, and penalties for non-compliance.
Live Chat
Software Features & Capabilities
Real-time messaging software enabling website visitors to chat with support or sales teams.
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Related RFP Templates
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